5a the number of complaints closed at stage 1 within 5 working days as % of total number of stage 1 complaints

Note field only - total number and % of complaints closed at stage 1 within agreed timescales (i.e. within 5 working days) and also within 10 working days where extension has been authorised.

87.9%

INDICATOR 5 - stage 2

5 (ii) number of complaints - closed at stage 2 within 20 working days

536

Stage 2 number of complaints - closed at stage 2 (investigation)

677

5b the number of complaints closed at stage 2 within 20 working days as % of total number of stage 2 complaints

79.2%

INDICATOR 5 – escalated

5 (iii) number of complaints - closed after escalation within 20 working days

139

Escalated number of complaints - closed after escalation

175

5c the number of complaints closed after escalation within 20 working days as % of total number of escalated complaints

Note field only - total number and % of complaints closed after escalated within agreed timescales (i.e. within 20 working days) and within the agreed timescale where extension has been authorised.

79.4%

INDICATOR 6 - stage 1

6 (i) number of complaints - closed at stage 1 where extension was authorised

42

Stage 1 total number of complaints - closed at stage 1

2005

6a number of complaints closed at stage 1 where extension was authorised as % of all complaints at stage 1

2.1%

INDICATOR 6 - stage 2

6 (ii) number of complaints - closed at stage 2 where extension was authorised

58

Stage 2 total number of complaints - closed at stage 2

677

6b number of complaints closed at stage 2 where extension was authorised as % of all complaints at stage 2

8.6%

INDICATOR 6 – escalated

6 (ii) number of complaints - closed after escalated where extension was authorised

25

Stage 2 total number of complaints - closed after escalated

175

6bnumber of complaints closed after escalated where extension was authorised as % of all complaints escalated

14.3%

Feedback

A consultation was carried out between 18 April and 13 May. The purpose of the consultation was to gather views from people who had made a complaint in the past year regarding how that complaint was handled. The feedback from those surveyed general provides that we still need to improve our responsiveness and updating customers on progress. Generally customers were more satisfied with the polite and friendly approach of staff. Similar consultation exercises over the past 3 years have generated similar results.

· Friendliness and politeness of staff continue to have the highest ratings, whilst the “final outcome” and “being given accurate information” had the lowest rating. This is a change over previous years where “being kept up to date with progress” and the “quality of information provided” had the lowest ratings.

· This year sees a fall in satisfaction from last year across all areas with the exception of “being kept up to date with progress” which has increased significantly over the last 2 reports.

· Customers were notably dissatisfied with the “final outcome”, “being given accurate information”, “overall service received” and “the way your problem was handled”. The average decrease in satisfaction with these questions against the 2014/15 result was 2.3%.

Learning & Improvement

Some examples of learning and improvement from this year included:

• Council tax automated telephone setup was amended following a complaint about the inability to select a particular option that had been referred to in a letter.

• Following a complaint to Transportation about poor communication about pending works, such as dates and affected areas, the Service has reviewed the content of standard letters issued to affected residents in advance of roadworks.

• A school reviewed the process of recording actions within Integrated Service Plans (ISP) following a complaint about a pupil’s learning programme being out dated; the reviewed process includes the need to ensure that both parent and child sign the updated ISP before return.

• Following a complaint about a planning application the guidance provided to case officers was reviewed. Guidance now clarifies the need to process non-material variation submissions timeously (avoiding protracted negotiations) and to update electronic files.

• Following a complaint about Council Tax chasing a debt too early, processes have been changed so that suspense accounts will be cleared before debt chasing messages are given to customers.

• Following a complaint about floral tributes being removed from graves Bereavement Services revised information provided to funeral directors to make sure families know that wreathes will be lifted by the Council after 3 weeks to prevent degradation of grass.

• Following an incident of a parent / guardian inappropriately entering a bus the process is being reviewed in Education so that staff involved in supervision of school transport understand how best to manage adults attempting to enter school buses.

• Improved note taking and communication introduced between departments following a persistent complaint where only part of the issue was ever identified and solved.

• There was a revision to the process by which pupils are accounted for following a misreported child missing from a school bus (child was on bus, the driver had initially been mistaken)

• Where complaints were about the actions of employees (behaviour, poor driving, wrong information provided, process / procedure not followed etc.) the complaint has been addressed directly with employees so they are aware of the impact on their customers.

To view Fife’s response to the Consultation on the Draft Order to revise the procedures for complaints about Social Work - click here.

Complaints reports are scrutinised by each local Area Committee - please see the links below:

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